Job Description

Title: Voice Provisioner

Location: Remote US

Vonage Professional Services Mission

We help customers succeed through the successful delivery of our entire portfolio of solutions. Our customers expect products and services to arrive on time, within budget and in line with technical, operational and functional expectations. Our job is to make sure this happens. We apply customer, business, technical and service understanding to orchestrate a holistic and unified company approach to developing and delivering what our customers need and expect. We integrate Vonage capabilities with customer requirements and work with them to install, configure, educate and train. Their success is our success.

Why this role matters

This position will be responsible for troubleshooting and provisioning customer services on the Vonage Hosted IP PBX VoIP platform; MPLS based IP network, and phones. The Voice Provisioner will take a completed customer order and be responsible for supporting and troubleshooting with the customer pre and post GoLive until project is closed. The provisioner is responsible for ensuring that all aspects of the turn-up process are documented in the Vonage systems.


What you will do

  • Review all project documentation.
  • Troubleshooting and provisioning of all customer voice services such as Call Groups, Virtual Receptionist, voice endpoints and 3rd party services.
  • Ensure that all required voice related equipment is ready for install.
  • Remotely deploy all equipment and services for customer solutions with on-site technical field services.
  • Provide technical leadership of internal and external resources to ensure a successful installation implementation and resolution of any post cutover deficiencies.
  • Serve as the first level operational escalation point for all Major and Elite customers related voice issues during installations.

What is required for application

  • 2 years experience working for a Service Provider in a customer care or professional service capacity.
  • Bachelor’s degree preferred or equivalent work experience.
  • Ability to communicate highly technical information in a clear, concise and effective manner both internally and to Vonage customers.
  • A good understanding and operational experience with Broadsoft or a hosted VoIP environment requirement.